The company has also started an education push for employees, allowing them to take both informal and formal training in automation and RPA technology. ![]() “Additionally, we are partnering with vendors who have the same vision as us and are working alongside us in building upgraded platforms that support automation, self-service and virtual assistants.” ![]() “Our mission in 2022 will continue to be providing our customers with technology-enabled, AI-assisted customer service professionals armed with real time resources,” Bowman said. Related Article: Call Center Technology Trends for 2022 Migrating Employees and Upskillingīowman said his teams have already begun migrating seasoned people to new upskilled, professional positions while developing tools and technologies in their call center. It reduces call times by automating necessary administrative tasks while on the phone, improves quality by giving real time interaction guidance to representatives and has allowed ECSI to gamify and reward the work representatives are completing, according to Bowman. Virtual Assistants Support Call Center Representatives: Bowman said virtual assistants drive solutions and resources to representatives in real time while on the phone. Self-service implementations have also led to alleviating some staffing issues, according to Bowman. He noted “extreme competition for call center representative staff.”Ĭallers Want Self-Service Options: Analysis of ECSI’s callers' behavior shows that they strongly prefer self-service. In addition, it helps with staffing problems and lingering pandemic-related issues. ![]() It’s also helping with the “seasonality of our business,” Bowman said, adding that his teams have been able to better manage the wild swings in call traffic during the year. Mike Bowman, director, servicing operations at ECSI, said as we approach 2022, he’s focusing on these three components in his call center.Īutomation Addresses Seasonality and Staffing Problems: Bowman said automation allows his call center teams to run 24/7/365. Supporting Call Center Agents in Variety of Ways With that in mind, we caught up with some call center leaders who shared their thoughts on the coming year. No one knows what the 2022 holds in store, but having a robust strategy and a guiding north star is a great way to start. The last year has seen, disruption, changing customer behaviors, supply chain shortages and more obstacles. Customers are not afraid to look elsewhere for businesses that have superior customer contact service experiences.” “As the market continues to waver, seamless and efficient contact centers experiences will heavily influence customer loyalty. “Customer needs are continuously changing, therefore an easy business communications experience is crucial for their success,” said Swapan Nandi, senior director, Next Gen Solutions at Mitel. These are some of the challenges that face call center leaders who oversee operations critical to most businesses. Call center leaders are charged with managing growing call volume and sometimes a lack of confidence being able to maintain service levels from additional waves of COVID-19, according to a report from CGS.
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